July 2011 - otrs - OTRS mailing lists

Active Directory integration with multiple OU
by Paul.Andurnache＠aviva.ro 20 Jul '11

20 Jul '11

Hello, How can i add customers from multiple OUs in the OTRS ? In the config.pm file as i`ve seen you can only add one OU from which the users are fetched using LDAP. Regards, Paul Andurnache Junior Security Officer Aviva Group Romania Tel: +4 021 2038300 Fax: +4 021 2038301 Email: paul.andurnache(a)aviva.ro www.aviva.ro Aviva Asigurari de Viata SA - str. Buzesti 76-80, et. 1-3, sector 1, Bucuresti, cod 011017 - Tel. 021-203.83.00, Fax 021 203 83 01 Aviva Societate de Administrare a unui Fond de Pensii Privat - str. Buzesti 76-80, et. 4, sector 1, Bucuresti, cod 011017 - Tel. 021 203 84 00, Fax 021 203 84, 02 Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Aviva shall be understood as neither given nor endorsed by it Prezentul mesaj poate contine informatii confidentiale. In cazul in care nu sunteti persoana mentionata ca destinatar (sau persoana nominalizata pentru a trimite mesajul catre destinatar), nu puteti copia sau trimite acest mesaj catre o terta persoana. In acest caz, va rugam sa stergeti acest mesaj si sa anuntati emitentul prin trimiterea unui raspuns. Va rugam sa ne anuntati imediat in cazul in care dumneavoastra sau angajatorul dumneavoastra nu accepta comunicarea unor astfel de mesaje prin intermediul email-ului. Opiniile, concluziile sau orice alte informatii din acest mesaj care nu au legatura cu activitatea companiei Aviva vor fi interpretate ca nefiind date sau aprobate de catre aceasta. Please don't print this e-mail unless you really need to.

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Active Directory integration with multiple OU
by Paul.Andurnache＠aviva.ro 20 Jul '11

20 Jul '11

Hello, How can i add customers from multiple OUs in the OTRS ? In the config.pm file as i`ve seen you can only add one OU from which the users are fetched using LDAP. Regards,

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Change owner: make note-internal content optional?
by Charles 20 Jul '11

20 Jul '11

Hello :-) Is it possible to configure OTRS so it is optional whether to create a note-internal on changing the ticket owner (or to make the note-internal's content optional)? This is seen, for example, in TICKETS -> Queue view -> open previously untouched ticket -> Owner OTRS version: 3.0.9 Best Charles

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What is doing this ?
by Robert Woodworth 20 Jul '11

20 Jul '11

I think I found out why messages to otrs go into the "bit bucket". When reading PostmasterMailbox.pl I cant find anything writing to this bogus location. Im pretty sure the double slash is causing the permissions problem. Anyone know where to look ? ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Tue Jul 19 15:33:23 2011 Message: Can't write '/opt/otrs/var/tmp/CacheFileStorable//CacheInternalTicket/5ec70085363cb17f98 f495d25c39dd12': Permission denied

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resetting root password
by Robert Woodworth 19 Jul '11

19 Jul '11

I finally gave up on Turnkey OTRS. I took a fresh Ubuntu10 machine and got the "source" install. I got the thing up and running (kind of) I know that when it asked me for the root password I typed the right thing. I cant log into this thing via the web. I tried root, admin, otrs To no avail. I clicked on "forgot password" but that wont help because there is something wrong with the mail setup. Am I "bricked" again? Is there ANY salvage? Its taken me a whole day to get this far and I REALLY DON'T want to wipe the machine and start all over. How can I ssh into the machine and use the shell to set the web password for root ?

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Multiple instances
by Kristofer Pettijohn 19 Jul '11

19 Jul '11

Hello, I have set up multiple OTRS instances using mod_perl on a single server (using http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs…) Everything works except for the fact that otrs2 can view otrs1 logs from the web interface. The Config.pm files both have their logging set appropriately, and the log files are both written to individually for each site (/opt/otrs1/var/log/otrs.log and /opt/otrs2/var/log/otrs.log). However, in the OTRS web page under Admin -> System Log, otrs2 user can see otrs1 logs. The log for otrs2 is quiet, so I can't confirm otrs1 can see otrs2's logging data within their admin page or not. What might be causing this?

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New module: MultiSMTP
by Renée Bäcker 19 Jul '11

19 Jul '11

If you have several system addresses and you want to use different SMTP servers for these addresses, you might be interested in MultiSMTP (http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/MultiSMTP) After installation, the admin gets a new item in the admin area (box: "Email", name: "SMTP settings") where he can manage the SMTP settings. For each system address you can add a SMTP server and you can use the same variants (SMTP, SMTPS SMTPTLS). And if the Perl modules Crypt::CBC and Crypt:DES are installed, the passwords get encrypted before they are stored in the database. To enable sending mails with the different SMTP servers you have to select "MultiSMTP" in Framework -> Core::SMTP -> SendmailModule. I hope this is useful to you. If you have any comments, questions, feedback, don't hesitate to drop me a mail (info(a)perl-services.de) -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de

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To avoid headshake on SMTS
by Rogerio F Cunha 19 Jul '11

19 Jul '11

Dear, I Recomend those Gurus to put IO::Socket::SSL library on the hall of fame bellow, otherwise SMTS will not work. I know there isn't direct dependency, but it will save some beginners's hours Regards, Rogério Ferreira da Cunha o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............ok (v0.23) o GD.............................ok (v2.45) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.44) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedok (v0.17) o Net::LDAP......................ok (v0.4001) o PDF::API2......................ok (v2.019) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................ok (v0.71301) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................ok (v0.81) o XML::Parser....................ok (v2.34)

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Disable Popup Windows
by Nathan Unsworth 19 Jul '11

19 Jul '11

I need to disable to popup windows when working with Tickets/Work Orders. I know there is a way to disable this but I have not found it. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

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Shibboleth for OTRS
by Hugh Kelley 19 Jul '11

19 Jul '11

Has anyone implemented this for both agents and customers? Does this solution support the auto time zone detection? Does it work with the JSON interface (AKA iPhone module)? Hugh

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